UPDATE: An urgent action has been taken against Australian energy company Momentum Energy, which has been fined $764,380 for revealing the addresses of family violence victims to their abusers. This decision, announced by Victoria’s Essential Services Commission, underscores a serious failure in safeguarding the confidential information of vulnerable customers.
Between May 2022 and January 2025, Momentum Energy disclosed sensitive details, including home addresses, on 19 occasions to perpetrators of family violence affecting three customers. Disturbingly, the company sent critical correspondence regarding payment assistance to locations controlled by the abusers, further endangering the victims.
In one chilling instance, a customer who disclosed their status as a victim in 2022 was not provided with a safe communication method. Instead, Momentum continued to send letters to a post office box that the customer had not accessed for over two years. Alarmingly, the issue remained unaddressed until the customer raised it again in 2025.
The Essential Services Commission’s investigation found that while Momentum identified these breaches in 2023, the company failed to implement corrective measures for two years. This delay was described as “unacceptable” by Essential Services Commissioner Gerard Brody, who emphasized the critical need for companies to protect their customers, particularly those who are vulnerable.
“When a victim-survivor discloses family violence to their retailer, they are placing their trust in that business,” Brody stated. “They should feel confident that doing so will help keep them safe.”
This ruling marks a significant moment for the protection of family violence victims in Australia, sending a strong message to energy providers about their responsibilities in safeguarding sensitive information. The fine reflects the gravity of neglecting the safety of those at risk.
As the situation develops, it is crucial for consumers to stay informed about their rights and protections against family violence. The commission’s decisive action calls for increased accountability among energy companies to ensure that similar breaches do not occur in the future.
Stay tuned for further updates on this developing story as authorities continue to address the implications of this ruling.
